1. Issue: Unable to select a consultant on the web form

A BPO provider specializing in online inquiry support with a dedicated team of 30 operators. They receive online consultation requests through a web form, and a designated operator notifies the client of the schedule on the same day.

However, the company received frequent requests from repeat customers who wanted to book with the same operator they had previously consulted with. The web form lacked a function to specify an operator, which became a source of dissatisfaction.

On the other hand, simply adding a designation feature would require publicly sharing operators’ names and contact information, which was difficult to implement due to personal information protection concerns. Therefore, there was a need for a system that could flexibly accommodate customer requests while ensuring a secure assignment process.

2. Solution: AI-powered automatic assignment of a contact person

The process owner added a field to the web form where customers could input their preferred operator’s name or email address. An AI system then cross-references this input with internal company data and automatically assigns the most relevant operator.

This setup allows customers to communicate their preferences while ensuring that the operator’s personal information is not disclosed externally.

Matching clients with preferred consultants boosts trust, security, and overall satisfaction.

3. Customers Case Study

4. Other Business Applications

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